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For Companies At a Glance
- Tasks: Manage CRM systems, develop KPIs, and create insightful client reports.
- Company: Join a dynamic team in the Facility Management industry.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Why this job: Make a real impact by optimising operations and enhancing client satisfaction.
- Qualifications: Strong analytical skills and experience with CRM systems preferred.
- Other info: Collaborative environment with a focus on innovation and continuous improvement.
The predicted salary is between 36000 - 60000 £ per year.
Responsibilities
- CRM System Management
- Administer and maintain the CRM system to ensure accurate and up-to-date information on clients, contracts, and service level agreements.
- Collaborate with cross-functional teams to define and customize CRM workflows and processes to meet business needs.
- Train and educate FM employees on CRM system usage and best practices.
- KPI Development and Reporting
- Collaborate with stakeholders to identify relevant KPIs, ensuring they align with business objectives.
- Develop and implement systems to track and measure KPIs, analyzing performance against targets.
- Prepare regular reports and presentations on KPI performance to provide insights and recommendations for improvement.
- Financial Performance/Reporting
- Monitor financial performance of FM operations, analyzing budgets, expenses, and revenue.
- Collaborate with finance teams to identify cost-saving opportunities and operational efficiency improvements.
- Prepare financial reports, including variance analysis, forecasts, and budget proposals.
- Teamsites Development and Management
- Develop and maintain teamsites for internal collaboration, information sharing, and document management.
- Customize teamsites to meet specific project requirements, ensuring ease of use and accessibility for employees.
- Train teams on teamsite usage and provide ongoing support as needed.
- Supporting Platform
- Identify and implement supporting platforms (e.g., software, technology) to improve FM operations.
- Collaborate with IT teams to integrate platforms seamlessly with existing systems.
- Provide guidance and support to employees in effectively utilizing these platforms.
- Client Reporting
- Create accurate and comprehensive client reports, detailing performance metrics, project updates, and service delivery.
- Collaborate with account management teams to ensure client satisfaction and address any performance-related issues.
- Client Presentations
- Prepare and deliver engaging presentations to clients, highlighting FM performance, value-added services, and business insights.
- Effectively communicate complex information in a clear and concise manner to clients.
- Supporting the Management of Change Processes
- Assist in managing change processes, including technology implementations, process improvements, and organizational restructuring.
- Collaborate with cross-functional teams to identify change objectives, develop action plans, and communicate changes effectively to employees.
- Supporting Transitions of New Accounts
- Collaborate with project teams during the onboarding of new FM accounts to ensure a seamless transition.
- Assist in developing transition plans, including the transfer of systems, processes, and procedures from the previous provider.
- Identify gaps in current systems and processes and propose improvements to enable effective performance monitoring.
- Work closely with cross-functional teams to establish and implement new systems and processes as part of the transition.
- Ensuring Understanding of SOW, SOPs, and Contractual Scope
- Ensure a comprehensive understanding of the Statement of Work (SOW) and contractual obligations for each FM account.
- Collaborate with account management teams to ensure alignment on service deliverables, timelines, and KPIs.
- Communicate SOW expectations to relevant teams and ensure adherence to standard operating procedures (SOPs) and contractual obligations.
- GxP Requirements, Quality Measures, and Local Regulations
- Understand and ensure compliance with Good Practice (GxP) requirements applicable to FM operations.
- Collaborate with quality assurance teams to establish and monitor quality measures, ensuring adherence to regulatory standards.
- Stay updated on local regulations related to FM services and proactively address any compliance-related issues.
- Supporting Client Pulse Surveys
- Collaborate with account management teams to implement client pulse surveys to gather feedback on FM services.
- Support the analysis of survey results to identify areas of improvement and address any client concerns or issues promptly.
- Work with cross-functional teams to develop action plans based on survey feedback and track progress towards resolving identified areas for improvement.
- Client Feedback and Voice of the Customer Initiatives
- Establish and maintain strong relationships with clients to foster open communication channels.
- Act as the main point of contact for client feedback, actively listening to their concerns and suggestions.
- Collaborate with teams to implement voice of the customer initiatives, ensuring client feedback is incorporated into operational processes and service enhancements.
- Proactively communicate with clients to update them on how their feedback has been addressed and the resulting improvements.
- Keeping Abreast of Industry Trends and Providing Industry Updates
- Stay up-to-date with the latest trends, advancements, and best practices in the Facility Management industry.
- Monitor industry publications, conferences, and networking opportunities to gather relevant information.
- Analyze industry trends and assess their potential impact on FM operations and performance.
- Provide regular updates to the team on industry news, emerging technologies, regulatory changes, and market trends.
- Collaborate with cross-functional teams to evaluate and implement innovative ideas and strategies in alignment with industry advancements.
- Supporting Supplier Performance Reviews
- Liaise with sourcing and vendor management teams to assist in supplier performance reviews.
- Collaborate with cross-functional teams to establish performance metrics and evaluation criteria for suppliers.
- Collect and analyze data on supplier performance, including quality of service, adherence to contractual obligations, and timeliness of deliverables.
- Generate performance reports and present findings to management, highlighting areas of strength and areas requiring improvement.
- Collaborate with sourcing and vendor management teams to develop improvement plans for underperforming suppliers and monitor their progress.
- Facilitate communication between the FM provider and suppliers, addressing any concerns or issues related to performance.
- Identify opportunities to enhance supplier performance through process improvements, relationship building, and contract management strategies.
Performance Manager employer: JLL
Contact Detail:
JLL Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Performance Manager
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, or even hit up LinkedIn. The more people you know, the better your chances of landing that Performance Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or a presentation that highlights your achievements in CRM management, KPI development, and financial reporting. When you get the chance to chat with potential employers, let them see what you can bring to the table.
✨Tip Number 3
Practice makes perfect! Before any interviews, do some mock sessions with friends or family. Focus on articulating your experience with client reporting and managing change processes. The more comfortable you are, the more confident you'll come across.
✨Tip Number 4
Apply through our website! We’ve got loads of opportunities waiting for you. Plus, it’s a great way to show your enthusiasm for joining our team. Don’t miss out on the chance to be part of something amazing!
We think you need these skills to ace Performance Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Performance Manager role. Highlight your experience with CRM systems, KPI development, and financial reporting. We want to see how your skills align with our needs!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about the role and how your background makes you a perfect fit. Don’t forget to mention any relevant projects or achievements.
Showcase Your Teamwork Skills: Since collaboration is key in this role, be sure to highlight your experience working with cross-functional teams. Share examples of how you've successfully managed projects or improved processes together with others.
Apply Through Our Website: We encourage you to apply through our website for a smoother application process. It’s the best way for us to receive your application and keep track of it. Plus, it shows you’re keen on joining our team!
How to prepare for a job interview at JLL
✨Know Your CRM Inside Out
Since the role involves managing a CRM system, make sure you’re familiar with common CRM platforms and their functionalities. Brush up on how to customise workflows and processes, as well as best practices for training others on the system.
✨Be KPI Savvy
Understand key performance indicators (KPIs) relevant to the role. Prepare examples of how you've developed or tracked KPIs in previous positions, and be ready to discuss how you can align them with business objectives.
✨Financial Acumen is Key
Get comfortable with financial reporting concepts, including budget analysis and variance reports. Be prepared to discuss how you’ve monitored financial performance in past roles and any cost-saving initiatives you’ve implemented.
✨Engage with Client Communication
Since client presentations and feedback are crucial, practice explaining complex information clearly and concisely. Think of examples where you’ve successfully communicated with clients and how you’ve used their feedback to drive improvements.
